Notes

issue- call not connect
action- sms send
communication- N/A
--------------------
issue: N/A
action: na
communication: cx didn't required callback/help.
------------------------------------
issue: N/A
action: na
communication: Short call // call drop from cx end
-------------------------------------------
issue: N/A
action: na
communication: language barrier // ask to shared quarry at [email protected]
-----------------------------------------------------------------
issue: N/A
action: na
communication: As there is no response from cx side hence after giving 3 warning call disconnected from this end.
-----------------------------------------------------------------------------------------

WITHIN SLA

ISSUE:- cx as about order status
ACTION :- DDR, PDD shared with cx
COMM:- info shared that order is on time//assurance given/cx agree

ISSUE:- cx as about order status
ACTION :- DDR,PDD shared with cx// dispatch date shared// sms send
COMM:-info shared that order is on time/assurance given/cx agree

ISSUE:-cx want urgent/fast delivery ( preferred date )
ACTION :- sms send // tat shared asap
COMM:-info shared that order is on time/DDR shared with cx/assurance given/cx agree



OUTSIDE SLA

ISSUE:-cx ask about order status ( LATE )
ACTION:-complaint taken
COMM:- info shared that order is late/DDR shared also ask cx to wait 24-48 hours for latest update regarding order/cx agreed

ISSUE:-cx ask about order status ( LATE )
ACTION:-complaint taken
COMM:- info shared that order is late/ask cx to wait / tat shared asap /cx agreed

ORDER STUCK AT ONE LOCATION

ISSUE:-cx ask about order status ( Order Stuck )
ACTION:-complaint taken
COMM:- info shared that order is stuck at one location/DDR shared also ask cx to wait 24-48 hours for latest update regarding order/cx agreed

OUT FOR DELIVERY (OFD)

ISSUE:-cx ask about order status
ACTION:-SMS send with courier boy number
COMM:-info shared that today OFD/ ask cx to wait till 6 PM // cx agree

UNDELIVERED ORDER (UD)

ISSUE:-cx ask about order status // UD marked
ACTION:-complaint taken/FNDR filled//Address verified // landmark - // alt. no.-
COMM:-ask cx that order delivery is rescheduled/ask cx to wait 24-48 hours for delivery re-attempts // cx agreed

ISSUE:-cx ask about order status // UD marked ( Reason )
ACTION:-complaint taken // Address verified// landmark - // alt. no.-
COMM:- ask cx to wait // tat shared 24-48 hours for update / cx agree

ISSUE:-cx ask about order status
ACTION:-complaint taken //
COMM:-info shared that order is ODA marked//request cx for self pickup // cx agree

UNDELIVERED ORDER BUT AGAIN OFD

ISSUE:-cx ask about order status
ACTION:-complaint taken // address verified
COMM:- Info shared that today again OFD//ask cx to wait till eod 6 pm//assurance given

CANCEL

ISSUE:- cx want to cancel the order due to (reason)
ACTION:-request taken for the same
COMM:-info shared that order is cancelled

ISSUE:- cx want to cancel the order (reason)
ACTION:-request taken for the same
COMM:-info shared that request taken/ask cx to wait 24-48 hours for cancellation confirmation

ISSUE:- cx want to cancel the order (reason)
ACTION:-request taken for the same
COMM:- info shared that request taken but order is already shipped, so refuse to take delivery on door steps or on call

WHY WAS MY ORDER CANCELLED

ISSUE:-cx want to know about order status or cx want to know why was my order is cancelled
ACTION:-complaint taken
COMM:- info shared that order is cancelled due to (reason)//apology done//ask cx to place new and fresh order

FAILED TRANSACTION

ISSUE:- cx said that his payment deduced but order not confirmed
ACTION:-complaint raised for the same
COMM:-ask cx to wait 72 hours for auto reverse of payment

ISSUE:- cx said that his payment deduced but order not confirmed
ACTION:-complaint raised for the same
COMM:-ask cx to wait 24-48 hours team with update regarding this

ASSRESS CHANGED

ISSUE:-cx want to changed delivery address
ACTION :- info shared
COMM:- Info shared that order is changed successfully

ISSUE:-cx want to changed delivery address
ACTION : info given
COMM:- Info shared that unable to change address due to order is (----)

RETURN ORDER (RTO)

ISSUE:-cx want to know about order status // RTO marked
ACTION:-complaint taken
COMM:- info shared that order is return back to the seller due to (reason)//apology done//ask cx to place new and fresh order

FAKE OFFER RELATED

FRAUD CALL:-
issue: cx informed about the fraud call and SMS regarding fake lucky draw contest
action: mail send
communication: information shared to cx and ask not to share any confidential details // cx agree

issue: fraud through app downloaded
action: mail send
communication: information shared to cx and ask not to share any confidential details // cx agree

PRODUCT INFO

ISSUE:- cx ask about product info
ACTION : info given
COMM: info shared with cx as per PDP page // cx agree

PRICE INFO

ISSUE:- cx ask about price and offer info
ACTION :- info given
COMM: info shared as per price breakup // cx agree

PRODUCT DELIVERED TO WRONG PLACE (PDWP)

ISSUE:-cx want to complaint that order is showing delivered but cx didn't received it
ACTION:- complaint taken for the same
COMM:- ask cx to wait 24-48hrs for sharing update // cx agree

ISSUE:-cx want to complaint status (order is showing delivered but cx didn't received it)
ACTION:- complaint already registered for the same
COMM:- ask cx to wait 7 working days for investigation//assurance given

ISSUE:-cx want to complaint that order is showing delivered but cx didn't received it
ACTION:- complaint taken for the same
COMM:-ask cx that feedback taken for the same//apology done///meanwhile ask cx to place new and fresh order

REFUND/REPLACEMENT FOLLOW UP

ISSUE:- cx ask about refund
ACTION:- complaint raised
COMM:- info shared that refund not initiate from our end/ask cx to wait 24-48 hours //assurance given

ISSUE:- cx ask about refund
ACTION :- complaint raised
COMM:- info shared that refund already initiate from our end/ask cx to wait 5 working days//assurance given// cx agree

ISSUE:- cx ask about refund
ACTION :- complaint raised // RRN sms send
COMM:- info shared that refund already initiate from our end /ask cx to coordinate with bank//assurance given // cx agree

ISSUE:-cx ask about refund/he didn't received his refund
ACTION:- complaint raised//mail sent for the same
COMM:- info shared that refund already initiated/ask cx to share bank status in PDF for for investigation/then will update/assurance given

ISSUE:- cx ask about complaint status
ACTION:- complaint already registered
COMM:- ask cx to wait 24-48 hours for update

RETUN /REPLACEMENT

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken
COMM:-ask cx to wait // relevant tat shared // cx agree

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken
COMM:-ask cx to wait 2-3 days for pickup // original packaging mandatory // cx agree

ISSUE:- cx want to return the order (reason)
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours for update // original packaging mandatory // cx agree
RPI NOT INITIATED ON CALL

ISSUE:-cx wants to return order ( different item )
ACTION:- info shared // WPD sms send
COMM:-ask cx to register the complaint from his/her end // images mandatory // cx agree

ONE AND MORE ITEM SHIPPED TOGETHER

ISSUE:- cx want complaint that he paid for two orders but he received only one/shipped together case
ACTION:-complaint taken
COMM:-ask cx to wait 24-48 hours for update

PICKUP SCENARIOES

issue- cx asking about order pickup
action- info shared
communication- as it was out for pickup // ask cx to wait till eod// cx agree

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised
COMM:- ask cx that pickup already scheduled/ ask cx to wait 2-3 days /original packaging mandatory // cx agreed

ISSUE:- cx ask about pickup status
ACTION:-complaint already raised/RL already filled // macro send
COMM:- ask cx that pickup rescheduled/ask cx to wait 2-3 days/ original packaging mandatory //cx agreed

ISSUE:- cx ask about pickup status
ACTION:-mail sent for the same
COMM:- info shared that cx have to sent product manually

AWAITING PICKUP SCENARIOES (APUC)

ISSUE:- cx said pickup is already done
ACTION:-complaint raised/pickup is already done this update in RL panel
COMM:- ask to wait 72 hours team will update regarding this

ISSUE:- cx ask about complaint status
ACTION:-complaint raised/pickup is already done this already update in RL panel
COMM:- ask to wait 24-48 hours for update

EMPTY PARCEL

ISSUE:- cx received empty parcel
ACTION:- info shared
COMM:- ask cx to wait // tat shared 24-48hrs for update

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same
COMM:- ask cx to wait 7 days for investigation

ISSUE:-cx received empty parcel
ACTION:-complaint taken for the same/macro send
COMM:- ask cx to fill declaration form and send us after that team will update within 7 days (for investigation)

REFUND AFTER CCA

ISSUE:-cx ask about refund ( NEFT not present
ACTION:- mail sent
COMM:- info shared that neft not present//ask cx to share neft details//after that refund will initiate in 24-48 hours and after initiation it will reflect within 2 hrs in his account.

ISSUE:-cx ask about refund
ACTION : Mail send
COMM:- info shared that complaint is accepted //refund will initiate from our end with 24-48 hours and after initiation it will reflect within 2 hrs in his account.

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